Learner Success Accommodations Specialist

Position Summary:

Penn Foster Group’s Success Advocates leverage point-of-need digital support tools to shepherd high school, career, and college learners through their personalized learning experience. With a focus on driving persistence and program completion, Success Advocates foster a support environment that allows learners to realize their employability, career, and life goals through accessible, affordable, and self-paced learning opportunities.  

Essential Job Functions:

• Performs all duties in full support of Penn Foster Group’s Purpose, Promise, and Principles, understanding that the positive and effective execution of these duties are instrumental to the success and experience of our learners 
• Assumes responsibility for promoting a frictionless “one-stop”, delightful, personalized, and supportive experience for learners  
• Oversee development and implementation of accessibility policies to comport with state and federal disability laws 
• Facilitate accessibility accommodation coordination with applicable stakeholders in connection with learner distance education and onsite externship experience disability accommodation requests. 
• Works with the Education team to devise accommodations that align with Learner needs and educational requirements, enabling learners to achieve their career goals  
• Serve as liaison between Learner Success team and internal Regulatory and Legal teams to ensure Learner needs are met in accordance with regulations  
• Provide notary services as needed for Penn Foster Group and for learners 
• Manage and facilitate solutions for any BBB, Attorney General, DEAC, ect complaints as part of the escalation process 
• Establishes and grows effective working relationship with other learner support teams to provide a seamless, timely support experience  
• Strives for first contact resolution and resolve challenges impacting the learning experience  
• Provides feedback to the Penn Foster Group regarding opportunities to improve the learner experience, serves as a catalyst for support experience improvement 
• Perform accurate and timely data entry updates to learner profiles in enterprise systems  
• Manages multi-brand and/ or cross-vertical learner caseloads as needed 
• Report to site one day per week, at minimum, to facilitate employee growth and development and team culture 
• Performs other duties as assigned 

Knowledge, Skills, Abilities:

Education: Associates Degree or equivalent experience 

Experience:  

• 2+ years’ ADA accommodations in a distance learning environment experience required  
• 2+ years’ Digital Customer Service Experience preferred 

Computer Skills:   

• Must be able to perform 8 hours of computer work per day  
• Adept at learning new technologies  
• Microsoft Office skills required  
• Microsoft Dynamics experience preferred  

Other Requirements: 

• Ability to multi-task and work efficiently 
• Excellent verbal and written communication skills 
• Acute active listening skills 
• Demonstrates empathy, respect and awareness of the needs of our Learners 
• Proximity to Chandler, AZ preferred for a hybrid scheduling (reporting to the office 2 days per week)
• When working from home, access to consistent, adequate internet connectivity is required 
• Spanish fluency preferred  
• Licensed notary with ability to perform digital notary services 

About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future.  Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market.

Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.  

What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.

To be considered for this position you must live in PA, FL, GA, IL, IN, NC, SC, TN, TX, UT, WI, AL, KS, LA, MA, MI, MO, NH, OH, OK, VA, AZ, CO, MN, NJ, NY only. *Proximity to Chandler, AZ is preferred*